The RailStaff Awards 2024

Roy Gregson

Arriva Rail North

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Mehboob Patel

Said the following about Roy Gregson:

“I would like to nominate Roy Gregson, Station Supervisor at Wigan Wallgate for the outstanding customer service award 2018 for going above and beyond his normal duties to help a customer in desperate need when she was travelling to Gravesend from Meols cop to visit a very ill friend when she lost her purse with her bank cards etc. in.

Roy at time tried to locate the ladies property but to no avail, the lady was extremely upset as this was the third time she tried to go and visit her friend and as previous occasions for one reason or another she couldn't reach her destination, and this was her final attempt to try and go visit her friend who was critical ill and receiving radical drug treatment this day and the only day she could visit her friend this. Roy went above and beyond and bought this lady a return ticket to Gravesend from Meols cop cost of £95.00.

Mr M.Bell the customers really thankful and sent a lovely thankyou letter to Arriva Rail North which was posted on the employee Facebook Page and Mr Gregson also put forward for Arriva Proud to be northern award for customer services award.

The Customer only had 10 pounds on her and Mr Gregson also gave her pocket money for the Journey.

The letter stated this from Mr Bell as follows.

This truly was great customer service above and beyond expectation. I would like to emphasise that it was not just paying for the ticket that made this such good service it was the way that Mr Gregson handled the situation in helping me through what was for me a very emotional event. I was not concerned about the card - an inconvenience to lose it, a bit of plastic that can be replaced - it was seeing my friend that mattered.

I am so grateful that he enabled this to happen”.

Yours sincerely

Mrs Margaret Bell

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